FREQUENTLY ASKED QUESTIONS (FAQ)

1. What is Story’s Merch?

Story’s Merch is an embroidery customization platform that specializes in custom embroidery on customer-owned garments. Customers can upload designs and get embroidery done on their own garments through our membership program.

2. What embroidery sizes are available?

We currently offer:

3. Do I need to provide my own garment?

Yes. Story’s Merch follows a customer-owned garment model, meaning customers provide the garment for embroidery customization.

4. How do I submit my garment?

Once your embroidery request is confirmed, Story’s Merch will arrange pickup of your garment through an authorized logistics partner.

5. What kind of designs can I upload?

You may upload:

• names
• logos
• artwork
• typography
• symbols
• signatures
• custom embroidery designs

All uploaded content must comply with applicable laws and should not violate intellectual property rights.

6. How do I tell Story’s Merch where to place the embroidery?

Customers are required to:

Upload a placement image

Upload an image of the garment showing where the embroidery should be placed (example: chest, sleeve, pocket, collar, back, etc.)

Add placement instructions

Provide written details regarding placement, alignment, positioning, and preferences.

7. How long does embroidery take?

Embroidery customization usually takes approximately 2 weeks, including:

• garment pickup;
• embroidery processing;
• return delivery.

Timelines may vary depending on operational requirements.

8. Can I cancel my embroidery order?

Once embroidery processing has started, cancellation or modification may not be possible.

9. What if the embroidery looks slightly different from the uploaded image?

Embroidery is a technical and artistic process, and minor variations may naturally occur due to:

• fabric type;
• stitch density;
• embroidery scaling;
• thread limitations;
• material compatibility.

10. Can Story’s Merch reject my garment?

Yes. Story’s Merch may reject garments if:

• fabric is unsuitable;
• garment is damaged;
• embroidery feasibility is technically difficult;
• garment condition is inappropriate.

11. What if my shipment gets delayed?

Delivery timelines are estimates only. Delays may occur due to:

• courier issues;
• weather;
• holidays;
• operational disruptions.

12. How can I contact Story’s Merch?

Story’s Merch
Thannippillil, Kuthiathode P.O, Kodamthuruth, Alappuzha, Kerala, India – 688533

Email: care@storysmerch.com

13. Is the design printed or embroidered?

All designs are professionally stitched using premium embroidery threads.

14. What file formats do you accept?

We recommend PNG and JPG files for the best results.

15. Do you ship internationally?

No, we currently ship within India only.

16. Can I return customized items?

Customized items are generally non-returnable unless there is a verified defect or production issue.

17. What if my item arrives damaged?

Please contact us within 48 hours of delivery with valid proof of the issue.

18. How should I wash embroidered garments?

We recommend washing garments inside out with cold water and avoiding high-heat drying.

19. Do you offer bulk or corporate orders?

Yes, we offer bulk customization for brands, teams, and businesses.